External Ticket Utilization

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avinashillindra
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External Ticket Utilization

Post by avinashillindra »

Hi OTRS Guru's,

We have created an External Ticket as per the admin guide. But, we are not succeeded with our work. If we change something in Subject, new ticket getting created.

Can someone please guide us if we need to add any other parameters or setups need to be done at OS level or Application level.

Thanks in advance.

Regards,
Avinash Illindra
EXG133
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Re: External Ticket Utilization

Post by EXG133 »

Show us your configuration, especially the regex filter and the Dynamic Field you're using.
avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Hi,

Thanks for your response.

Please find the attached screenshots of our configuration details.

Please check and let us know if we need to change or any modifications.

TIA

Regards,
Avinash Illindra
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avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Any update?
avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

We are expecting some guidance from OTRS guru's.

Thanks in advance.

Regards,
Avinash Illindra
EXG133
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Re: External Ticket Utilization

Post by EXG133 »

Can you check in a ticket if the value is filled in the dynamic field?

And show an example of the email that contains the external reference.

If you need fast support I suggest getting a support contract, I only reply here when I'm waiting on a server deployment at work 8)
avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Thanks for your reference.

Actually we have enable Dynamic field and linked the same dynamic field sysconfig Postmaster field name.

If we change any content in subject it is not adding to same Reference ID ticket.

Any other setups need to be done to use this External ticket option.

Regards,
Avinash Illindra
EXG133
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Re: External Ticket Utilization

Post by EXG133 »

the example you showed will only trigger if:

1) the mail is EXACTLY @gmail.com
2) the ticket is in state new or open
3) the subject or body contains:

'Ref: #(\d.*) #'

This regex will hit a lot of strange string, perhaps you meant to catch all numbers like this:

'Ref: #(\d*) #'

I assume 1) is simply because you removed the mail for privacy but 2) or 3) might be causing issues depending on what you need.
crythias
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Re: External Ticket Utilization

Post by crythias »

Also, sample subjects: What works, what doesn't might be of interest.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Thanks for your responses.

Please find the attached screenshot for better understanding what we required exactly.

Please check and let me know if any changes need to be done.

Thanks in advance.

Regards,
Avinash Illindra
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avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Any update?
avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Any update ???
reneeb
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Re: External Ticket Utilization

Post by reneeb »

Did you check what EXG33 said?
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avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Yes, I tried that and updated the changes screenshot also here.

Can you please check those once and give me your feedback if need to change anything.

Regards,
Avinash Illindra
reneeb
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Re: External Ticket Utilization

Post by reneeb »

Try to change the NumberRegex to

Code: Select all

'Ref:\s*\#\s*(\d+)\s*\#'
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Free Znuny add ons from the community: http://opar.perl-services.de
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avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Thanks Reneeb for reply.

But still it is not working as expected functionality.
reneeb
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Re: External Ticket Utilization

Post by reneeb »

Can you provide some sample mails (please remove confidential information)?
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
avinashillindra
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Re: External Ticket Utilization

Post by avinashillindra »

Can I have email id to forward those mails?
crythias
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Re: External Ticket Utilization

Post by crythias »

http://www.regexpal.com/

Code: Select all

Ref:\s*\#\s*(\d+)\s*\#

Code: Select all

IT HelpDesk - Request testing - Ref: # 9898 # - Update
IT HelpDesk - Request testing - Ref: # 9898 #
This seems to be appropriately working.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
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crythias
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Re: External Ticket Utilization

Post by crythias »

Some other things ...
\d.* from the original means "A digit (\d), zero or more (trailing *) of any character (.)"
EXG133 wrote:

Code: Select all

Ref: #(\d*) #
This missed a space after the first #

Code: Select all

Ref:\s*\#\s*(\d+)\s*\#
This means: Literal (Ref:), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #), zero or more (trailing *) space (\s), capture () one or more (trailing +) digit (\d), zero or more (trailing *) space (\s), literal # (although \# isn't needed. Just #)

Code: Select all

Ref:\s*#\s*(\d+)\s*#
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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